Required Access
Adobe Licensing tool
ITS Steps
ESTIMATED TIME: 10- 30 mins
1. First verify version of Adobe client is using with below steps. BGSU only has subscription licensing (cloud-based) and no stand alone versions.
- If older than Adobe 2019, client needs to submit Software Install request and wait for approval, as BGSU has limited licenses.
- While they wait for approval, they can use the 7 day free trial without issue. (Adobe standard licensing expired in July 2020)
- If client is on Adobe 2020 or higher continue with below steps.
- Only use the Adobe License Tool to add a user if their primary affiliation is faculty or staff. Graduate Students who are teaching (TA) are not considered faculty and are not to get assigned a Named User License. They should be using the Shared Device License version of the software. DO NOT ADD THEIR USERNAME TO THE ADOBE LICENSE TOOL.
- Log into Adobe Licensing Tool and verify if they are in the "Member" group. (This tool is only used if the primary affiliation is faculty or staff)
- If yes, have them log out of the desktop app and log back in.
- If no, add client username to "Member" group. They account will be reactivated at 7 am the next day. If they have an urgent need send a teams message to @adobe requesting the client be manually processed.
2. If this does not fix the issue, you can try the steps listed in the following Adobe article https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html
If the information mentioned in the step does not work, only then move to the next step.
- Sign out and back in to the Adobe application.
- Launch the Creative Cloud desktop app. Click the profile icon in the upper-right corner of the app and click Sign Out.
- Sign back in with the account or profile associated with the subscription.
- Sign in with a different profile.
- Launch the Creative Cloud desktop app. Click the profile icon in the upper-right corner of the app and click Sign Out.
- Sign back in with the account or profile associated with a subscription.
- Clear the cached licensing information.
- Rename the SLCache folder to SLCache-old
- Windows: \Program Files (x86)\Common Files\Adobe
- macOS: System/Library/Application Support/Adobe
- Launch an Adobe application,
- Delete the sign-in information.
- Corrupted sign-in information can get stuck in our database files. To clean it up, quit or exit all Adobe applications, and delete the opm.db file.
- Windows: \Users\<user name>\AppData\Local\Adobe\OOBE
- macOS: /Users/<user name>/Library/Application Support/Adobe/OOBE
- If you are unable to delete the file, restart your computer, quit the Creative Cloud desktop app, and then try again.
- Launch the Creative Cloud desktop app and sign back in using the business or school account after deleting the file.
- Delete the licensing information.
- Corrupted licensing information can get stuck in our database files. To clean it up, quit the Creative Cloud desktop app and rename the SLStore folder to SLStore-old.
- Windows: \ProgramData\Adobe\SLStore
- macOS: /Library/Application Support/Adobe/SLStore
- Launch the Creative Cloud desktop app and sign back in using the business or school account after renaming the folder.
Ticket Details
Create TeamDynamix ticket
- Search the Forms list for Software Assistance: Adobe
- Type of Assistance:
- User Education: Assisted client on "how to".
- Troubleshooting: Technical system issue.
- If the ticket is not resolved, document all troubleshooting steps completed, and assign the ticket to the Not Resolved, Escalate To team.